Cabin Crew Manager

3 months ago

Toronto, Canada Air Canada Full time

**Description**

**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**

Air Canada is pursuing its goal to become a Global Champion. To achieve this, the In-Flight Service team is looking for a Cabin Crew Manager leader that will focus engaging, inspiring and coaching frontline ambassadors in the areas of customer service, operations, and safety excellence.

By directly impacting the customer service experience, the Cabin Crew Manager will display strong leadership skills on the ground and onboard aircraft. The aim of this role is to encourage, develop and strengthen the capabilities of cabin personnel.

**Accountabilities (Responsibilities)**:
**Performance Leadership**
- Anticipate employees' and customers' needs and be available for them.
- Act as a coach, motivate and engage our frontline ambassadors and the immediate team to build a positive and high performing group.
- Responsible for the administration and handling of disciplinary investigations and meetings with employees including investigations of issues and labour relations issues.
- Perform coach rides to achieve service consistency.
- Act as the point of contact on focus flights and act upon controllable issues on the spot.
- Liaise with the IFS training and Customer Experience team to identify areas of training that requires more focus.
- Provide findings and possible recommendation to management in the areas of on-board service compliance, performance management, and continuous improvement.

**Operational Leadership**
- Manage, monitor and co-ordinate various activities and processes to achieve excellence in the areas of safety and operational standards.
- Assist on engaging frontline ambassador with corporate image compliance prior to boarding and onboard the aircraft.
- Responsible to brief departing cabin crew during on-board flight briefings and responsible to provide direction on product expectations and the corporate vision.
- Effectively communicate the rationale of company policies, procedures, and products on board and during layovers. Act as a direct liaison between frontline ambassadors and the Customer Experience Team.
- Assist with irregular operations, STOC operations, any other operational contingencies set by Airports, government regulators, and Air Canada.

**Qualifications**
- Possess at least a high school diploma.
- Highly adaptable and flexible to support a 24/7 operation.
- Able to work shifts and adapt for flexible schedule changes.
- Experience in leading, motivating and coaching.
- Successfully complete the Flight Attendant training program and maintain qualifications.
- Excellent interpersonal, conflict resolution, and communication skills (written and verbal)
- Intercultural competence and consciousness
- Strong organizational skills and ability to create and achieve a vision.
- Strong customer focus.
- Strong analytical and creative skills.
- Strong knowledge of safety, service standards, and labor relations.
- Competitive awareness.
- Detail oriented.
- Ability to meet deadlines, work under pressure and achieve multiple objectives.
- Airline / hospitality experience an asset.
- Fluency in English and French as a quantifiable asset or route language.

**Conditions of Employment**:
**Linguistic Requirements**

**Diversity and Inclusion**

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

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